Customer service has changed dramatically in the past two decades due to the Internet. Rather than calling a company due to any concern, complaint or appreciation, it has become easier to communicate with email. Therefore, companies should train their customer service staff to respond with appropriate etiquette as it is an opportunity to build relationships with customers. As with phone conversations, a rude or inappropriate email response can harm the reputation of a company, while a customer can still receive a professional answer for life. However, the most important thing is that a good customer service email should be resolved or resolved to the customer’s complaint without delay and with appropriate language and tone.
Personalizing the Email
Try to answer quickly. Good customer service is often considered quick, effective and commendable. In this way, you should make every effort to answer the customer’s email as soon as you get all required information.
The best response time is between 24 hours and 3 days. Anything more than that, the customer will ask if you have received an email or if you just do not care.
In today’s society, customers are conditioned to receive immediate answers to their questions, thus a quick answer can build customer trust and in turn, becomes a competitive advantage.
Customize the subject line. Subject lines are important because they often determine whether an email has been opened to read or not. An empty subject line is most likely to get rid of a customer being deleted or lost, who have to open an email before knowing what it is about.
Keep subject line brief and specific, and keep the most important words in the beginning. Remember that most email subject lines only allow 60 characters, while a mobile phone shows only 25 to 30 characters. Put the most important word first to attract immediate attention on email.
Be careful not to use all capital letters or use excessive punctuation like exclamation points. Both are considered as screaming or enthusiasm and are not suitable for customer service email.
Personalize email using the customer’s name. Customers appreciate the personalized email which they are addressed through their name. This proves that they are not just a number and instead, this indicates that you appreciate your business by being respectful and polite.
A personal email will create a stronger relationship with the customer than an informal, normal email.
Choose a salute that reflects your client’s position. For example, a medical practitioner should be addressed as “Dr.” if unknown, only use standard “Mr.” for men and “Ms.” for women.
Introduce yourself. Like using the name of the customer, you should also use your name to personalize email. After all, it should be prepared in the form of a conversation between a business and a customer rather than a conversation between two people.
In addition to your name, include your title and contact information so that you establish some synergy for future communication.
Replying to the Email
Consider the context of email. All customer emails should be appreciated whether it is good or bad because it is an opportunity to improve your product and build strong relationships with your customer base. There is also a good source to find out what a customer email works with your product and whether it is not.
If there is an apology, then being more specific is beyond saying “I am sorry”. Being more specific indicates that you actually read their emails and understand the problem.
Any email that focuses on issues, you should easily accept that your company is having trouble solving the problem. Hiding the problem is not a good idea because you are trying to build trust. Apart from this, accepting the hassle, you will tell the customer that your company is working hard to solve the problem.
Be sure to ask questions to dig deep into the issue. This is a perfect opportunity as a company to conduct live research on its products. For example, “How can we improve our product?”
Go beyond a simple “thank you” show appreciation. The customer who took extra time to write an email, is worth the feeling of heart for an equal amount of time (or more), thanks in return.
Provide brief instructions to your customer. To make sure that the customer can easily follow or comply with a difficult language of a complex product, avoid using words or directions that any person in your industry will understand.
Simplify your reaction on complex issues using numbers or bullet points to clearly separate different stages or tasks.
Employ ELI5 (as I’m telling 5) technology Try to rearrange those technical or extraordinary difficulties before sending such instructions, as if you are five years old so that you can ensure that your customers understand them. The key is that you remain respectful and do not treat your customers as children.
Using general answers in frequently asked questions. Remember to keep your email personalized and do not treat email as an answer to the frequently asked questions. No doubt, as a customer service rep, you will come with similar relative questions on a daily basis. Although these common questions can be easy to have an archived response, be careful when and how you use them.
It is acceptable to use canned responses, but it always takes time to personalize them so that customers do not feel that they have just “copy-and-paste” a copy.
Try to keep the canned reaction part of your answer in the part of the detailed instructions of your email, but change the names, dates and locations where it is appropriate to keep some parts of personalization.
If the response is widespread, use the link in your email. Nobody gets pleasure in trying to find a solution to your problem through long emails. It’s tiresome and annoying. Therefore, if you have to reply by giving comprehensive instructions or consider linking in a long response email, so that customers can quickly find what they are looking for.
If your instructions have three continuous steps or more, consider placing a link to add them to the information.
Customers are more likely to click the link than reading all the steps or information.
Consider developing a knowledge base with auxiliary articles in the FAQ. In this way, you can provide links to this information, which can be available to customers 24 hours a day.
Include additional support information to your customer. It is important to tell the client exactly when they should be heard about the solution, or at least update. This is another way to build trust between you and the customer.
Stay active in keeping your customer informed and post them for any updates.
Understand any additional requirements or concerns before asking them by the customer.
Provide contact information so that customers can come back directly to you. It involves fewer people and responds quickly.
Getting Ready to Send the Email
Consider the voice of the email. Enclosing customers through email emphasizes how words are used to express the appropriate approach. Recent studies indicate that casual tone is preferred among most customers (65%), except that when they are deprived of any request, a more formal tone is preferred. Therefore, in most cases, you should try to use a polite, personal and professional tone.
Avoid using slang or emoticons, all the capital letters and excessive punctuation, because they are also considered improperly even for toned emails.
Although “sir” or “madam” are appropriate, they are often considered very formal.
When responding to their problems, try to be sensitive to customer’s needs.
Positive options for negative words. A powerful way to influence positive words is how your customers read your emails.
Humblely finish your email. It’s always a good idea to end up with “thank you” to use your product or service.
Provide a personal signature and terminate the email with “Honestly,” or “Best Regards”
Verify your email. It is easy to leave this process because so many emails are answering the same or similar questions. In a busy day, it is easy to leave words, miss the typo, repeat the words, or use the wrong punctuation.
In addition to grammar and word choices, try to make your email attractive by opening the page with set margins, short and easy to read paragraphs, and bullet points for several steps.